Analyst, Technical Support

Job Responsibilities

Add/Delete internal users to client databases

Adjust queues for client uses

Work with Infosec and customers to ensure client certificates are up to date

Generate requested reports

Work with internal teams to update RPA scripts, Extraction Sets Quarterly and as needed

Update Document Dictionary as requested by client or internal

Adjust XML as per configuration requirements with tools such as Postman

Conduct initial smoke testing of sites after configuration and before handing site over to client for their testing

Work with internal teams to create testing documents for client testing scenarios

Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer

Create standard templates for data export and import processes.

Create SOP documents and other informational documents to be shared with internal team members

Demonstrate strong follow-through and consistently keep commitments to internal and external customers

Knowledge and Experience

2+ years of experience providing technical support/customer service in a B2B environment

1+ years of experience in the mortgage lending and financial services market, preferred

Strong written and verbal communication/presentation skills, and comfortable communicating with both technical and non-technical audiences

Strong meeting ownership: note-taking ability, define action items, follow-up

Very strong problem solving and decision-making skills

Excellent time management and organizational skills

Ability to work efficiently and independently

Ability to work under pressure and time constraints, handling multiple tasks simultaneously

Initiative and strong sense of ownership

Broad understanding of cloud technologies

Strong knowledge of Microsoft products (Windows 10, MS Office)

Proficient networking troubleshooting abilities

Ability to read and comprehend XML

Prior experience using a case tracking system (preferably Salesforce and/or JIRA)